active listening, 26
add-on services sales letters, 92, 103–106
agreements, 18
anxiety, 23
audience analysis, 8–14
delivery, 13–14
elements controlling, 9–14
post-engagement, 95–97
pre-engagement, 26–31
product, 11–12
responding to messages and queques, 9
situation, 10–11
avoidance, 22–23
bad news messages, 72–75
business communication, iii
audience-focused, 8–14
during engagement environments, 57–58
guidelines, 9
negative emotions and attitudes impacts, 21–24
relationship development and, 1
style and tone of, 7
business correspondence, iii
business etiquette, iii
business writings, iii, 3–7
general assumptions, 4–6
medium and format for, 4–6
polished professional delivery, 3–4
client
concerns and desires, 27–28
engagement environments, ...
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